Independent · not part of Anchor
Anchor repairs: how to report a repair, phone numbers and timescales
How to report a repair to Anchor: the repairs phone numbers and emergency line, and how long Anchor has to fix it. Anchor’s own target for routine repairs is 20 working days.
Other names: Hanover Housing Association
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: anchor.org.uk
Has Anchor been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Anchor’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Anchor’s emergency line is here.
How to report
Reporting a repair to Anchor
- 01Phone the repairs line. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Anchor misses its own target, complain. You may also be able to claim.
- Your local managerTell your local manager in person or by phone, if your scheme has one.
Emergency repairs
When to call Anchor straight away
Phone Anchor straight away if anything puts someone in danger or leaves your home unsafe. Anchor on Call, for emergencies when the Repairs Desk is closed: 6pm to 8am and on Sundays. The number is in Anchor’s repair contacts.
- 01Gas leaks
- 02Exposed wires or no power
- 03Blocked drains
- 04Dangerous structures or storm damage
- 05No heating or no hot water
- 06Lifts not working
- 07Burst water pipes
- 08Doors that won’t lock or unsafe glass
What counts as an emergency, from anchor.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Anchor.
Timescales
How long Anchor has to fix it
Anchor’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Anchor’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 to 24 hoursMade safe or fixed. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working days | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | For emergency hazards, Anchor says it will attend within 24 hours to make safe. Significant hazards are inspected within 10 working days, with a written summary within 3 working days, and work starts within 5 working days if there’s a risk to health or safety. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from anchor.org.uk and Anchor’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Anchor’s own target. You could claim compensation.
Start your claimYour options
If Anchor doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Anchor for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Anchor
This can get Anchor to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Anchor to put things right.
How to complain to AnchorYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Anchor
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Anchor
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Anchor to put things right.
Anchor’s record
How Anchor performs on repairs
Jun 2025: The regulator found serious failings, including electrical safety checks out of date on over a third of homes, a large backlog of electrical repairs, unreliable information on damp and mould, and weaknesses in fire safety and water safety.
of Anchor tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Anchor in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 25 June 2025; Anchor tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Anchor’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Anchor repairs: questions
What is Anchor’s repairs number?
0800 731 2020 (Repairs Desk) or 0300 123 7101 (Out of hours). Monday to Friday 8am to 6pm, Saturday 8am to 4pm.
What is Anchor’s emergency or out of hours repairs number?
0300 123 7101 (Out of hours · emergencies). Anchor on Call, for emergencies when the Repairs Desk is closed: 6pm to 8am and on Sundays.
How long does Anchor have to fix a repair?
Its own targets run from 4 to 24 hours (emergency) to 20 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Anchor tenants?
Since 27 October 2025, Anchor must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Anchor’s own damp and mould commitment: For emergency hazards, Anchor says it will attend within 24 hours to make safe. Significant hazards are inspected within 10 working days, with a written summary within 3 working days, and work starts within 5 working days if there’s a risk to health or safety.
How do I complain about a repair to Anchor?
Complain to Anchor first, online or by phone on 0800 731 2020. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Anchor?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Anchor for you. It’s free to check.
Start your claimIs Report Repair part of Anchor?
No. Report Repair is independent and not part of Anchor or any council or housing association. We show Anchor’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Anchor has to fix, by problem
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Reported a repair to Anchor and still waiting?
About 2 minutes. No documents. Free to check.